“When we started our business, we had a perception of what we wanted it to be, but the class reinforced that things had to change in order for us to survive,” says Mason. “We had started at a salon that paid 37% commission, then we moved to a salon that paid 50% commission, but whose structure was a real mess. When we opened our own salon, we started with a 50% commission scale, We got it all laid out, talked to our staff and changed the pay scale to start at 45% and moved up incrementally based on performance. Now the system is fair, people know what they need to achieve to move up, and earning a raise means a lot more to them.
“In the last four years, we have created an environment in the salon in which the brand was directly related to the quality of the work performed, the level of customer service, and the professionalism our the service providers,” says Mason. “We have 30 employees, and while sometimes we may have to encourage someone to be focused on the ideals we’ve put in place, it usually isn’t difficult to show people the advantage of focusing on the Muse brand instead of their own agenda.”
According to Mason, here’s some ways Muse is different:
Focus: “Our main mission, other than great customer service, is to focus on how many clients we each are taking care of each day, how much each client is spending on services, what retail products each is taking home to maintain their look, and how many are pre-booking their next appointment.”
Encouragement: “We encourage each staff member to look at their own little spot in the salon as their own small business with the same goals for each of their clients. It keeps everyone on the same page.”
Clear Coaching: “For quarterly evaluations, honest, open communication is vital. If they are falling short on our ideas of how they are representing the brand, we make them aware of it. Then, we coach them to get things going in the right direction.
Reputation: “One thing that speaks to the brand we have created—not only in the clients’ eyes but also for the beauty professionals in our area—is the amount of interest there is to work at Muse. We never advertise for employees, but constantly have interest based on Internet reviews, involvement in community service and events, marketing on social network sites and interaction with our local beauty schools.”
Stability: “We have little to no turnover. When people get settled into our way of doing business, they just stay. We feel that says a lot about how we run the business.”